If you’re experiencing connection issues on your wireless home network, here are a few steps to try prior to contacting our technical support team.
Check signal strength on devices
If you know your wireless network name (SSID), check to see if it is broadcasting a signal, by connecting to it with a wireless device to see if you are seeing “bars of service” to indicate connectivity.
Ensure all cables are securely connected to back of the router. The telephone (RJ45) cable must be connected to the ‘phone’ port.
Check the modem
Verify the DSL light is on and solid. This means the Internet signal is reaching your modem.
If the DSL light is off, ensure the cables are fully connected to the modem and proceed to the next step.
Refresh the connection
Reboot the modem by completely disconnecting the power for 10 seconds. This is a great step to try when troubleshooting any connection issues.
Wait for the DSL light to turn on solid green, and test the Internet. If the DSL light is off, and you’ve checked all of the physical connections, contact our technical support team for assistance.
Test a wired connection
If the DSL light is on and you are still not able to connect after rebooting the modem, connect a computer to the modem using an Ethernet (Cat5) cable and test the connection. If connection works using Ethernet, the issue is with the wireless signal, and you can proceed to the next step.